Language

Why do we need to focus on the use of positive language?

• It lowers tension and therefore raises trust, which gives customers a good feeling.
• To delight our customers
• To build relationships

How can we use positive language?

• By using powerful, positive, and persuasive words in order to create and maintain an effective dialogue.
• Focusing on you instead of I.
• The focus is always on the customer.
• Focus on being helpful and professional, treating each customer with the same level of respect we ourselves expect.
• Be solutions driven, focusing on the solution and what “I” can do, not the problem.
• Impress the customer as if he were our potential employer.

Positive, caring, and friendly alternatives.

• Thank you for your patience.
• Certainly/sure/you’re welcome.
• You came through to ABC Department. Would you like me to transfer you to XYZ?
• I am busy accessing your information on the system.
• I will get Suzy to call you back shortly.

Remember!!
By using negative, unfriendly words you are damaging rather than enhancing the image of your company. The customer will experience it as an enjoyable and memorable experience when we rephrase our sentences in a positive, caring and friendly way.